An Optical Drive is the technical term that covers all CD and DVD types and models.

This troubleshooting guide will take you through the troubleshooting steps needed to identify a fault and take you through any steps needed to resolve the issue. If it's identified to a hardware fault, this troubleshooting should enable you to raise a service request with one contact. (As you will have completed the diagnostics before getting in touch with us.)

1. Is there any damage to the optical drive or to the system?

(i) Yes, If there is damage then this may not be covered under your pro support warranty. Proceed if you have accidental damage cover on your System. If you don't have complete care on your notebook PC, Please check this guide here.

6. When you boot into the OS is there a drive letter assigned against the Optical drive?

(i) Yes, proceed to step 10.

(ii) No, carry on with guide.

7. Please restart your system and tap rapidly at the <F2> key when the Dell Splash screen appears. (This will take you into the BIOS setup screens.)

8. On older systems, please look for the "drives" option down the left hand side of the screen. For newer systems please check in "system configuration" and "Modular Device". Is the Optical drive detected in the BIOS? (It will give a model name and serial number for the device.)

(i) Yes, please carry on with the guide below.

(ii) No, Please reseat the Drive. If the drive is still not detected, please get in touch with our technical support to take this further.

9. If the drive is seen in the BIOS but not detected in the OS, then the issue is with the OS.

There are several Microsoft knowledge Base articles that include "Autofixes" for these issues. I've linked to some below. If these "autofixes" do not resolve your issue, a clean install or factory reimage will. However this is a drastic step and I'd advise trying the "autofixes" first. (I've included a link to a list of reinstall articles below as well.)

Microsoft FixIT programs will not be compatible with Windows 10 operating system.

10. The optical drive is detected and assigned a drive letter, but it does not recognise any media inserted. Please locate your OS reinstallation media or burn an Ubuntu Live DVD. (you will not be reinstalling anything at this point. It's needed for a troubleshooting step.) Do you have the bootable media to hand?

12. This will take you to the Dell "boot once menu". Insert the bootable media and close the tray. Select the optical (CD/DVD) drive from the menu and check to see if a "Press any key to boot from CD/DVD media" message appears at the top of the screen?

(i) Yes, The drive is working outside of windows. This means the issue is in the operating system. Please proceed to step 14.

(ii) No, please reseat the drive and if the same thing happens again, contact Your technical support to take this further.

13. If there is no bootable media available, then we can swap the drive with one from a working system with a compatible drive. (Most drives are generic across several model types.) Do you have a system you can swap the drive with?

(i) Yes.

(A) If the fault follows the drive to another system - the drive is faulty.

(B) If the fault stays with the original system with a working drive fitted then the issue is with the system or OS - please proceed to step 14.

(C) If the fault isn't seen on either system, please swap the drives back into their original systems and if the fault still isn't seen, then reseating the device has resolved your issue.

(ii) No, then proceed to step 14.

14. Please use the Microsoft Knowledge Base article below for the Mr fixit tool. It will clear the filters for the drive. did this resolve the issue?

Microsoft FixIT programs will not be compatible with Windows 10 operating system.

(i) Yes, then you issue should be resolved.

(ii) No, Please rule out your OS, by either swapping the Hard Drive (HDD) with a HDD from a working system, or by running a factory restore or a OS reinstall to rule out your OS.

(A) If the fault stays with the machine or isn't resolved by ruling out the OS, then contact Technical Support to take this further.

(B) If the fault follows the HDD to another system then you will still need to rule out the OS on that HDD.

You can contact Dell's technical support online at Dell Chat, Twitter and Email support, or you can phone your local support line. The contact details are available on our support site. Please ensure you have the right country selected and click on the "contact us" link for more information.